Andrew Brown
Senior Incident & Problem Analyst
Edinburgh
Overview
5
5
years of professional experience
Work History
Senior Incident & Problem Analyst
Sky
09.2024 - Current
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Incident & Problem Analyst
Sky
02.2024 - 09.2024
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
Problem Management Analyst
Sky
09.2022 - 02.2024
- Implemented risk mitigation strategies based on thorough assessment of potential problems affecting systems or services.
- Provided training and guidance to team members on problem management best practices, enhancing overall team performance.
- Liaised with vendors to address hardware or software defects impacting system performance and reliability.
- Coordinated with change management teams to ensure minimal impact on users during system updates or maintenance activities.
Technology Apprentice
Sky
09.2020 - 09.2022
- Entry level sky apprenticeship
- Gained experience through placements in multiple teams in GSM at the time
- Teams I was apart of during this time: Service Introduction, Change Management, Service Delivery (S&R) and Incident and Problem Management
Education
IT & Telecommunications Professionals SCQF Level 8 -
GP Strategies Training Ltd
Stirling 04.2001 -
Skills
Documentation and reporting
Process enhancement
Risk analysis
Data processing
MS Excel
Team collaboration and leadership
Decision-making
Issue identification
Evidence-based decision making
Microsoft office
Results driven
Timeline
Senior Incident & Problem Analyst
Sky
09.2024 - Current
Incident & Problem Analyst
Sky
02.2024 - 09.2024
Problem Management Analyst
Sky
09.2022 - 02.2024
Technology Apprentice
Sky
09.2020 - 09.2022
IT & Telecommunications Professionals SCQF Level 8 -
GP Strategies Training Ltd
04.2001 -